Summary
Zenziva is a prepaid service. Once a top-up is credited to your account, the balance is generally non-refundable, but it remains available for any of our services and does not expire as long as the account is active.
1. Top-up balance
Top-up amounts paid into your Zenziva wallet are non-refundable in cash. Balance carries over indefinitely as long as your account is active and in good standing.
Misdirected payments (e.g. wrong bank account or wrong amount) will be investigated case-by-case. Contact email within 14 days of the transaction with the transfer reference.
2. Failed messages
Per Indonesian operator practice, Zenziva incurs cost on every submission to the operator, including some failures. Therefore:
- Successfully submitted SMS is charged at the standard rate even if final delivery to the handset fails (recipient unreachable, blocked, etc.).
- Messages rejected by Zenziva at validation stage (e.g. malformed number) are not charged.
- WhatsApp messages are charged at the standard rate per submission. Zenziva applies upstream filtering to reduce submissions to numbers that aren't reachable on WhatsApp.
Refunds for individual failed messages are not offered routinely. We are willing to credit the wallet in cases of operator outage or platform-side incident materially impacting delivery. See SLA.
3. Service termination by us
If we suspend or terminate your account for violation of the Acceptable Use section of the Terms of Service, the remaining wallet balance is forfeited and non-refundable.
If we terminate the service entirely or wind down a specific product line for reasons other than your breach, the remaining balance for the affected product will be refunded to the bank account you registered with, less any taxes owed.
4. WABA-specific
WABA registration fees and Meta-side conversation charges are passed through to Meta and are non-refundable.
Setup costs related to WABA onboarding (verification, template approval) are non-refundable once work has commenced.
5. How to request
Email email with your account ID, the transaction reference, and a brief explanation. We respond within 5 working days.